Refund policy

THEFLIGHTWALL US RETURN POLICY

 

EXTENDED CHANGE OF MIND RETURNS – FESTIVE SEASON 2026

To make holiday gifting a little easier, we're extending our change of mind return period for the festive season!

Orders placed between November 1, 2026, and December 24, 2026 (inclusive) will be eligible for an extended change of mind return period. For these orders, return requests can be submitted up until midnight PST January 31, 2027.

To request a return, simply email our team with your order number and reason for return, and they'll be happy to assist.

Please note:
  • This is a temporary extension to our standard change of mind returns policy for the 2026 festive season only.
  • All existing conditions and warnings regarding Christmas delivery cut-off dates still apply. This extended return window does not guarantee Christmas delivery - please check our website and social media for this information.
  • This extension applies to change of mind returns only. Our standard 6-month warranty remains unchanged.
  • Orders placed after December 24, 2026, at 11:59 PM PST will fall under our standard 20-day change of mind returns policy.
All orders outside the eligible festive-season dates remain subject to our standard returns policy.


1. DAMAGED OR DEFECTIVE ITEMS

If your product arrives damaged or develops a manufacturing defect within 30 days of delivery, we will make it right at no cost to you.

  • Eligibility: You may return damaged or broken items within 30 days of the delivery date.
  • Shipping Cost: Free. We will provide a prepaid shipping label.
  • Resolution: You may choose a full refund or a replacement item.
  • Issues Covered (but not limited to): Damaged screens, device will not power on despite correct voltage, device does not broadcast its Wi-Fi network, manufacturing defects affecting normal operation.
  • Refund Timing (if chosen): Refunds are typically processed by us within 3-5 business days of it returning back to us. Depending on your payment provider, it may take additional time for the funds to appear in your account.


2. STANDARD RETURNS (CHANGE OF MIND / FUNCTIONAL ITEMS)

If you simply changed your mind or the product isn’t the right fit, you may still return it provided it is in working condition.

  • Eligibility: Returns are accepted within 20 days of the delivery date.
  • Condition: The product must be fully functional, free from customer-caused damage, and include all original accessories. It must also be returned in its original packaging.
  • Shipping Cost: Free. We will provide a prepaid shipping label.
  • Restocking Fee: A $10 USD restocking fee will be deducted from the final refund amount.
  • Refund Amount: The refund will include the purchase price of the device and any taxes collected by TheFlightWall at the time of purchase, minus the restocking fee ($10 USD).
  • Refund Timing: Refunds are typically processed by us within 3-5 business days of it returning back to us. Depending on your payment provider, it may take additional time for the funds to appear in your account.


3. DELIVERED BUT MISSING PACKAGES

If your package is marked as delivered but cannot be located, you must report it to us within 2 weeks of the shipping company’s stated delivery date. Please contact our support team at contact@theflightwall.com to receive assistance.

We may ask you to verify your shipping address, check with household members, building staff or neighbors before we can determine the appropriate resolution.


THEFLIGHTWALL INTERNATIONAL RETURN POLICY (OUTSIDE US)


1. DAMAGED OR DEFECTIVE ITEMS

If your product arrives damaged or develops a manufacturing defect within 30 days of delivery, we will make it right at no cost to you.

  • Eligibility: You may return damaged or broken items within 30 days of the delivery date.
  • Shipping Cost: Free. We will provide a prepaid shipping label to the regional return address closest to you.
  • Resolution: You may choose a full refund or a replacement item.
  • Issues Covered (but not limited to): Damaged screens, device will not power on despite correct voltage, device does not broadcast its Wi-Fi network, manufacturing defects affecting normal operation.
  • Refund Timing (if chosen): Refunds are typically processed by us within 3-5 business days of it returning back to us. Depending on your payment provider, it may take additional time for the funds to appear in your account.

Please contact our support team at contact@theflightwall.com and include photos of the issue so we can assist you.


2. STANDARD RETURNS (CHANGE OF MIND / FUNCTIONAL ITEMS)

If you simply changed your mind or the product isn’t the right fit, you may still return it provided it is in working condition.

  • Eligibility: Returns are accepted within 20 days of the delivery date.
  • Condition: The product must be fully functional, free from customer-caused damage, and include all original accessories. It must also be returned in its original packaging.
  • Shipping Cost: Free. We will provide a prepaid shipping label to the regional return address closest to you.
  • Restocking Fee: A $10 USD restocking fee (converted to the purchasing currency) may be deducted from the refund amount, where permitted by applicable law.
  • Refund Amount: The refund will include the purchase price of the device and any taxes or VAT collected by TheFlightWall at the time of purchase, less any applicable restocking fee.
  • Refund Timing: Refunds are typically processed by us within 3-5 business days of it returning back to us. Depending on your payment provider, it may take additional time for the funds to appear in your account.


3. DELIVERED BUT MISSING PACKAGES

If your package is marked as delivered but cannot be located, you must report it to us within 2 weeks of the shipping company’s stated delivery date. Please contact our support team at contact@theflightwall.com to receive assistance.

We may ask you to verify your shipping address, check with household members, building staff or neighbors before we can determine the appropriate resolution.


HOW TO START A RETURN – USA

To initiate your return, please follow these steps:

  1. Contact Us: Email us at contact@theflightwall.com
  2. Provide Details: Provide your Order Number and the reason for the return (e.g., “Arrived Broken” or “Changed Mind”) along with photos (if applicable).
  3. Receive Label: We will email you a free prepaid shipping label. This label includes tracking, which we use to monitor the progress of your return.
  4. Pack & Ship: Securely pack the item, drop it off at the designated carrier and notify us when that step has been completed. Once we receive and inspect the return, your refund will be processed.


HOW TO START A RETURN – INTERNATIONAL

To initiate your return, please follow these steps:

  1. Contact Us: Email us at contact@theflightwall.com
  2. Provide Details: Provide your Order Number and the reason for the return (e.g., “Arrived Broken” or “Changed Mind”) along with photos (if applicable).
  3. Receive Label: We will email you a free prepaid shipping label to the regional return address closest to you. This label includes tracking, which we use to monitor the progress of your return.
  4. Pack & Ship: Securely pack the item, drop it off at the designated carrier and notify us when that step has been completed. Once we receive and inspect the return, your refund will be processed.

This policy does not cover damage resulting from misuse, accidents, unauthorized modifications, improper installation, or excessive cosmetic damage beyond normal handling.

Nothing in this policy limits or replaces any statutory consumer rights that may apply in your country or region.